\n<\/p>\n

<\/p>\n

As many organizations move toward a more quality-oriented, customer-focused environment, developing and fine-tuning policies, procedures, and systems to better identify customer needs and meet their expectations will be crucial. Through a concerted effort to perfect service delivery, organizations will be able to survive and compete in a global economy. More emphasis must be placed on finding out what the consumer expects and going beyond those expectations. Total customer satisfaction is not just a buzz phrase; it is a way of life that companies are adopting in order to gain and maintain market share. As a customer service professional, it is your job to help foster a custom-oriented service environment.<\/p>\n

The Project will consist of writing a complete Role Play<\/strong><\/em> from the scenario below. *****In addition to the role of the customer service provider, you will also need to include the role of the customer into your project.***** The Role Play<\/em><\/strong> will be graded based on the attached “Effective Customer Service Role Play” Rubric. The five main areas for the role play are:<\/p>\n

\n
1. Verbal Communication – two-way communication and effective feedback<\/li>\n
2. Non-verbal Communication – non-verbal communication included in role play<\/li>\n
3. Listening Skills – active listening and effective characteristics<\/li>\n
4. Handling of Service Breakdowns and Recovery – customer successfully retained<\/li>\n
5. Customer Service Via Technology – techniques for communication via technology.<\/li>\n<\/ol>\n

   SCENARIO:<\/strong><\/p>\n

   <\/strong>You are a customer service representative in a customer contact center that provides service to customers who have purchased small appliances from your company. A customer is calling to complain that she purchased a waffle iron from one of your outlet stores two weeks ago and it no longer works. She is upset because her in-laws and family are arriving in two days for an extended visit and they love her “special” waffles.<\/p>\n

   PLEASE DON’T FORGET TO REFER TO THE ATTACHED PROJECT RUBRIC BELOW!<\/strong><\/p>\n

   THIS SHOULD MOSTLY BE IN YOUR WORDS, BUT IF NOT CITE SOURCES!<\/strong><\/p>\n

   NO PLAGIARISM WILL BE ACCEPTED!<\/strong><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

   As many organizations move toward a more quality-oriented, customer-focused environment, developing and fine-tuning policies, procedures, and systems to better identify customer needs and meet their expectations will be crucial. Through a concerted effort to perfect service delivery, organizations will be able to survive and compete in a global economy. More emphasis must be placed on […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_joinchat":[]},"categories":[1],"tags":[],"_links":{"self":[{"href":"https:\/\/qualityassignments.net\/wp-json\/wp\/v2\/posts\/270364"}],"collection":[{"href":"https:\/\/qualityassignments.net\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/qualityassignments.net\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/qualityassignments.net\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/qualityassignments.net\/wp-json\/wp\/v2\/comments?post=270364"}],"version-history":[{"count":0,"href":"https:\/\/qualityassignments.net\/wp-json\/wp\/v2\/posts\/270364\/revisions"}],"wp:attachment":[{"href":"https:\/\/qualityassignments.net\/wp-json\/wp\/v2\/media?parent=270364"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/qualityassignments.net\/wp-json\/wp\/v2\/categories?post=270364"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/qualityassignments.net\/wp-json\/wp\/v2\/tags?post=270364"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}